Tag Archives: Support

A novel IT Support Call Handling Scheme guaranteed to improve efficiency:

Having received a support call or e-mail, do nothing about it

If there is no further contact —> the issue is solved

If the user calls again, pretend you care. Keep doing nothing about it

If there is no further contact —> the issue is solved

If the user calls again, provide assurance the problem is being looked at. Once again, do nothing about it

If there is no further contact —> the issue is solved

If the user calls again, repeat from step 5

If the user acts unreasonably and calls your boss, look busy and go to step 5

At this point, the issue is either solved, or an absolute emergency

In the latter case, start dealing with it

The above is based on the established fact that most of the time issues solve themselves, because the user gives up, moves to another job, or finds a way around the problem out of frustration.

As the end result is that everybody in IT support works on emergencies all of the time, their jobs will be safe for the foreseeable future, and users will just be grateful whenever any issue is actually solved.